Director of Support, America

Contentsquare is looking for a Director of Support, America to join their team and help support their customers across the globe. The Support team provides international support for all of Contentsquare’s clients, assisting them with their use and configuration of Contentsquare’s platform. They provide diagnostic/troubleshooting support and technical expertise to answer questions and cases reported by customers, account managers, customer success managers and sales, in order to resolve specific product related issues while maximizing customer satisfaction. The Director will structure and manage support for NA customers, lead the support team across the U.S., and monitor performance and customer satisfaction with SLAs to improve support delivery. They will also build a strategy for the department’s structure, processes, and tools to improve support availability and resolution time. This role requires experience in customer-facing support, management of customer support teams, and strong analytical skills.